How We Do Business
Plain answers to the questions people ask most: what a deposit is for, how diagnostics are charged, when parts are paid for, and how you can pay. These are the same policies in place at our New Martinsville shop, so you get the same treatment at either location.
A Quick Word Before the Fine Print
Two things cost a repair shop more than anything else: appointments booked and then missed with no call, and diagnostic visits that turn into a free answer taken somewhere else. Both leave a technician standing in an empty bay, and both push back the customers who were waiting for that slot.
A small deposit that comes right off your bill solves most of that. It costs a customer who shows up nothing extra; it just means the schedule is real. Diagnostics work the same way: if we do the repair, the diagnostic charge becomes a deposit toward it. The rest of this page explains the details.
Why we don't post prices. Parts, oil, and fuel costs are moving quickly, and a “starting at” number that is wrong a month later helps nobody. Instead, every job is quoted in writing for your specific vehicle at our posted hourly rate, using published labor times, before any work starts. You will always know the price before we begin.
Appointment Deposits
How It Works
- Most appointments require a $50 deposit to hold your time. No tax is added to the deposit.
- It is applied to your final bill. It is a prepayment, not an extra fee. If we end up owing you money back, we return it.
- Exempt: oil changes, tire rotations, state inspections (once available), and fleet accounts.
- Fleet accounts: approved fleet and business accounts are exempt from the deposit requirement and are billed under their account terms.
- Paying it: after you book, we text a secure payment link to your cell phone. Cash or check at the counter is fine too. The deposit is due within 48 hours or the appointment is released to the next customer.
Rescheduling & Cancellations
- Reschedule with 24 hours' notice or more: your deposit moves with you to the new appointment.
- Cancel with 24 hours' notice or more: your deposit is refunded on request. If you don't ask for it back, it stays on your account as a credit for 90 days.
- No-show, or cancel or reschedule with less than 24 hours' notice: the deposit is forfeited.
If you book online, the scheduler cannot collect the deposit. We will contact you the same business day (or first thing the next morning) to send the payment link, and the 48-hour clock starts then.
How Diagnostics Are Charged
Basic Diagnostics
Codes, warning lights, noises, smells, and “can you take a look at this” visits. A basic diagnostic is a half hour of technician time and costs $50 plus tax.
- If we only diagnose it, the $50 is the charge. You pay it, and you keep the results.
- If you have us do the repair, the $50 becomes a deposit toward the repair cost and comes off your bill. (For very small repairs, such as a bulb, a minimum labor charge applies instead.)
Either way, the $50 you paid to book the diagnostic appointment is the only booking deposit you pay; it carries forward to the repair appointment.
Advanced Diagnostics
Wire tracing, intermittent electrical faults, module and network problems, and engine deep dives take real time with professional equipment. Advanced diagnostics are billed per hour at our hourly labor rate, estimated up front in one-hour blocks. Before we go past the block you approved, we call you and ask.
Charging for the diagnosis and crediting it when we do the work rewards the customers who stay with us.
Parts, Tires & Larger Repairs
Prepaid Before We Order
- Special-order parts are prepaid in full. A special-order part is anything our suppliers do not stock locally or at their regional warehouse for next-day delivery: dealership parts, vendor-ordered parts, and used or salvage parts. We pay for these when we order them, most cannot be returned, and dealers charge restocking fees.
- Tires require a 50% deposit on the cost of the tires before they are ordered.
- Larger repairs: any estimate with more than $500 in parts requires a 50% deposit on the parts, paid at least 24 hours before your appointment so the parts can be ordered in time.
Every deposit is credited to your final invoice. Fleet accounts and third-party warranty jobs are handled differently; ask your service advisor.
Customer-Supplied Parts
We do not install customer-supplied parts. We supply the parts so your repair is fully covered under our 3-year/36,000-mile warranty and any defective-part claim is handled by us, not you. Rare exceptions are approved by management in advance, noted on the repair order, and carry no warranty on the part or the labor to install it.
One everyday exception: you are welcome to bring your own oil and filter for an oil change. We'll do all the work.
Estimates & Approval
Labor follows published book time at our posted hourly rate. Every job is quoted in writing for your vehicle, and no work starts without your approval. We will show you the problem on your own vehicle and return your old parts on request.
Warranty Companies & Fleet Plans
We work with most third-party warranty companies, such as CarShield, and we accept most fleet management plans, such as Holman / ARI. Bring your contract or fleet card and we handle the claim and billing directly with them. Third-party warranty jobs and fleet accounts are not subject to our deposit or prepayment rules.
Paying Your Bill & Financing
Ways to Pay
- Cash, check, and all major credit and debit cards.
- Deposits by secure text-message payment link, cash, or check.
- Your card PIN is always entered by you on the terminal. We will never ask you to say it out loud.
- A receipt with every transaction, no exceptions.
Financing Available
For larger repairs, we offer financing through four partners. Ask your service advisor which one fits, or apply before your visit.
- Synchrony Car Care — promotional financing on qualifying purchases.
- Snap Finance — lease-to-own style financing; no credit needed for many applicants.
- Affirm — pay over time in fixed monthly payments.
- Sunbit — quick approvals for repairs. Available to Ohio and Pennsylvania residents (not available to West Virginia residents).
Approval and terms are set by the financing partner, not by Neff's. Subject to credit approval where applicable.
Ready When You Are
Book online, request a written estimate, or call the shop. We'll take it from there.